Automatically convert emails and other inbound conversations types to tickets for more streamlined issue handling and improved team efficiency. Conversations can only be converted to Customer tickets, not Back-office or Tracker tickets.
Note:
Auto-converting conversations into tickets with required fields is currently not supported.
If you're using the tickets portal, "company" ticket fields will not be populated after auto-converting a conversation. You’ll need to manually add in the "company" field to ensure all tickets are still shown within the portal.
Auto-convert emails to tickets
To convert all incoming emails to tickets, simply head over to
Settings > Channels > Email > Customization and toggle "Convert inbound emails to tickets" then choose your ticket type.
Auto-convert all conversations types to tickets
To auto-convert all conversation types to tickets, you can add the Convert to ticket step to a Workflow. This allows you to tailor the ticket conversion further.
To get started, create a Workflow using the "Customer sends their first message" trigger
In the trigger settings, select the channels for conversations you want to be converted to tickets.
Then add the
Convert to ticket step to your Workflow path.
You can tailor the ticket conversion further using branches. For example, use the "Email contains" rule to convert emails from a specific address into a specific ticket type.
If both the toggle setting and the convert to ticket step are enabled, the Workflow will take precedence and override the toggle setting.